Customer Support Representative - escalations (remote)

We are growing our team at Stonegate Lakeside Freight and adding a Customer Support Representative whose main responsibility will be escalations. On-time is the promise and we work hard to keep it. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including proof of delivery, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with proof of delivery. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Sacramento. • We will tell you what to expect at each step of the hiring process.